With Oracle technology and applications, ICT Group has taken that challenge and run with it by creating a specialized Siebel framework for customer interaction management. This “base model” framework for the call center industry allows ICT to address client needs without having to redevelop a baseline application for each client. It’s another way for ICT to increase efficiency while keeping its high level of effectiveness.
“With this framework, when a client comes in we can take the framework as a starting point and customize it to the client’s particular requirements,” says Shannon Reed-Humes, director of systems and technology, ICT. “So the benefit of this is less implementation effort for ICT and quicker startups for our clients to be able to implement Siebel and start using it in the call center. It’s a win-win.”
Over the years, ICT has done dozens of these quick-start implementations, refining the framework with each Siebel call center application it deploys. Today, its model framework includes a solid Siebel foundation, including components such as marketing, analytics, campaign, order entry, and data cleansing. The framework also includes smart scripts (or automated call guides) that actually drive the agents or call center representatives through the call, from the greeting to branching to segmentation to up-selling, cross-selling, and more.